Canvas Tier 1 Technical Support Specialist

Sourcefit Philippines, Inc.; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Sourcefit Philippines, Inc. is seeking a capable Technical Support specialist to assist Canvas LMS end-users, faculty, staff and students.

You will troubleshoot via phone and live chat, escalate to Level 2 when needed, and maintain clear records of issues and resolutions in the ticketing system. The role requires strong English communication, reliability with 24/7 shifts, and the ability to work onsite at Exxa Tower, Bridgetowne, Ugong Norte, Quezon City.

Qualifications

• High school diploma or equivalent.
• Fluent in English with strong reading, writing, and speaking skills.
• Strong customer service, technical, troubleshooting, and analytical abilities.
• Proven experience managing customer service performance metrics (CSAT, NPS, VOC, etc.).
• Ability to work independently in a self-directed environment.
• Willingness to undergo background check and pre-employment medical exam.

Responsibilities

• Handle tickets via phone or live chat from faculty, staff, and student end-users.
• Escalate tickets not resolvable to the Level 2 Support Team.
• Provide timely updates to users.
• Thrive in a fast-paced, agile environment requiring critical thinking and problem-solving.
• Validate and clarify reported issues and answer how-to questions.
• Fix end-user issues resolvable through the Canvas UI.
• Replicate, troubleshoot, and describe simple bugs.
• Maintain clear records in the ticketing system of all actions taken.
• Escalate to L2 when needed.
• Create documentation of Support processes when assigned.

Skills

Strong customer service

Technical troubleshooting

Analytical abilities

Independent work

Education

High school diploma or equivalent

Tools

Slack

Jira

Job description

Sourcefit Philippines, Inc. is seeking a capable Technical Support specialist to assist Canvas LMS end-users, faculty, staff and students.

You will troubleshoot via phone and live chat, escalate to Level 2 when needed, and maintain clear records of issues and resolutions in the ticketing system. The role requires strong English communication, reliability with 24/7 shifts, and the ability to work onsite at Exxa Tower, Bridgetowne, Ugong Norte, Quezon City.